Nik Kingsman's Experience:
Community Manager at FoxtelJuly 2013 - Present | Melbourne
Designing and configuring a fit-for-purpose community structure and selecting appropriate interaction styles and features Defining community roles and responsibilities and creating a comprehensive set of community guidelines and policies Working with Marketing to increase usage and membership and expanding the community to add new topics, languages, audiences or geographies Leading and managing moderators Managing off-domain activity, or coordinating with those who do Developing a communication plan for community members and responding to critical incidents and customer issues Managing touch points within other functions (sales, support, marketing, product) as they relate to the community - Creating and managing a community calendar including planning and executing community events and activities to support business events - Developing a measurement program and delivering regular reports to stakeholders Conducting periodic evaluations and competitive analysis
Community and Content Advisor at The Lost Dogs' HomeFebruary 2012 - Present | North Melbourne, Australia
Responsibilities/Achievements: o Social Networking Research & Development. o Responsible for building, maintaining, monitoring and optimising social networking accounts. o Create and share engaging content while adhering to brand management. o Develop and maintain company websites. o Purchase, renewal and administration of domain names. o Online campaigns: Email, Online advertising, Landing Pages including donation payment forms.
Web Developer at The Lost Dogs' HomeNovember 2009 - February 2012 | North Melbourne, Australia
Responsibilities/Achievements: o Social Networking R&D o Responsible for building, maintaining, monitoring and optimising social networking accounts o Create and share engaging content while adhering to brand management o Develop and maintain company websites o Purchase, renewal and administration of domain names. o Technical Helpdesk Support.
National Pet Register Team Leader at National Pet RegisterNovember 2007 - November 2009 | North Melbourne, Australia
Responsibilities/Achievements: o Call Centre Training o Monitoring and Development o Rostering to adherence of roster o Customer Complaint handling via phone and written communications o Microchip event management and support o Data Entry o After hours telephone support o Purchasing management
Senior Customer Service Representative - Internet at AustarNovember 2005 - November 2007 | Robina, Queensland
Responsibilities/Achievements: o Develop and Maintain Mobile and Internet Intranet. o Help CSS' achieve current KPI's by supporting the Service Essentials standard and reduce error rates by either rostered or real-time Coaching and Development sessions. o Provide support for new employee's while gaining skills from in-house training. o Call Buddying with CSS' and providing positive feedback on observations. o Facilitating Briefing sessions and Team Meetings. o Stepping into the Team Manager Relief role. o Ability to priorities and implement time management skills on a daily basis. o Handle supervisor escalated calls professionally and following up on customer requests to provide a satisfactory outcome for both the business and customer. o Call Monitoring through score sheets and Cue Cards. o Update Rostering in eSchedule Planner as needed. o Involvement in interview process. o Provide daily, weekly and monthly reports to CSS', Team Managers and Customer Service Management. o Co-ordinate ad-hoc activities to Internet / Mobile Specialists to maintain occupancy. o Motivate and maintain morale through retention campaigns and daily activities. o Prioritize Internet and Mobile activities on a daily basis. o Support the CSS' and Internet / Mobile Management team. o Support the needs of the Business and encourage others to do the same. o Provide communications to the Internet / Mobile teams with day to day updates. o Administration duties such as database creation and housekeeping, payroll and reporting. o Knowledge of billing systems, rostering software (Workforce TCS) and call / staff tracking software (Terronova and Lucent Centre Vu).
Resource Planning / Planning & Operations at AustarJanuary 2004 - December 2005 | Robina, Queensland
Responsibilities/Achievements: o Maintain the integrity of data within the various management information systems as per Card Requests submitted on a daily basis from all business units, Databases include: Shift Track, Centre Vu, Terronova, Lotus Notes System Office Details and Excel. o Identify trends and highlight opportunities for maximising the call centres performance and productivity, whilst maintaining documents relating to the IVR: such as Visio IVR Work Flows Future and Current. o Provide input into planning activities such as call routing and overflow, staff skill allocation and staff access through IVR, CMS and PABX. o To collate, analyse, automate and maintain data collection from the call centre's systems including PABX, CMS, IVR, and Forecasting and Scheduling software. o To assist the Resource Planning Reporting Analyst with Changes made to the IVR, PABX, call routing and Skill allocation for all business areas. o Establish and maintain effective partnerships with key management stakeholders within each business unit especially within the IT environment eg: telephony. o Provide support and training to Centre Management and staff at all levels in relation to CMS Reporting, Card Requests, Skill Changes and Call Routing. o Act in a business analyst capacity with regards to Call Centre change management through the DIR / PID process, and make recommendations to business units regarding the change management process. o Create and edit Designer Custom Reports in Centre Vu / Terranova as per business requirements. o Assist and complete rosters for Resource Planning Analysts as and where required. o Undertake special projects and all other duties as directed by the Resource Planning Manager. o Write / Configure eNotification server and maintenance on the server.
Customer Service Representative - Internet at AustarJuly 2000 - January 2004 | Robina, Queensland
Responsibilities/Achievements: o High level Customer Service for over 37,000 customers. o Internet Troubleshooting. o Internet Billing. o Sales and Retention. o T-mail and Interactive Pay-TV Services. o Configurations for Windows 95 (all versions), Windows 98 (all versions, Windows ME, Windows 2000, Windows XP - Home and Professional version, Mac - higher than OS 7.5, Dial up network (phone number), Webpage and E-mail Setup (Microsoft - all versions higher than version 3, Netscape - all versions higher than version 3, IncrediMail). o Upgrade and Downgrade of Internet, Pay-TV and Interactive Services. o Enquiries and General Questions about products. o Homepage creation and FTP enquiries. o General AUSTAR Pay-TV Services.
Communications Officer at Couran Cove ResortNovember 1998 - February 2000 | Stradbroke Island, Queensland
Responsibilities/Achievements: o Answering incoming and outgoing calls. o Administration calls & transferring of internal and external calls. o Sending and receiving Faxes and Emails. o General office duties which include typing. o Computer work -Microsoft Word, Excel, Power Point, Outlook. o Creation of Intranet pages within the department. Achievements: o Creation of an Intranet for the Communication's Department which provided up-to-date information of - Hotel Information and Procedures. This then gave me the opportunity to help maintain the Couran Cove Website.
Hotel P.A.B.X. Operator at Sheraton Mirage HotelNovember 1996 - November 1998 | Main Beach, Queensland
Responsibilities/Achievements: o Maintaining P.A.B.X. System. o Setting up telecommunications for conferences and meetings. o Answering incoming and outgoing calls, administration calls, transferring calls. o Sending and receiving Facsimiles/Emails for guests. o Wake-up and reminder calls. o Security procedures. o P.A.B.X. back-ups and documentation.